How claims work

Should you ever need to make a claim we want to ensure that:

• our processes are simple as possible
• our claim consultants assist you in every aspect of the claim process
• we treat you and your dependents with the dignity and empathy the situation deserves
• we find ways to pay you as soon as we can.

In 2010 AIA Australia paid out $365* million to claimants and we paid over 94% of all claims submitted .We’re proud of the fact that AIA Australia had the lowest number of contested claims referred to the Financial Ombudsman.

Faster claims assessments

When we first receive your claim forms and documentation, we work quickly to find out if any additional information is needed or if any documents are missing. Once all the necessary documents have been received, we’ll assess your claim within five business days. We may contact you during the assessment period if we need any additional clarification.

An experienced claims assessor will be assigned to your claim, and they will be the direct point of contact throughout the process. Once all evidence supporting the claim has been assessed, the claims assessor will issue the decision in writing.

We are committed to assessing your claim quickly, but sometimes, if we request information from external sources such as a medical specialist or Medicare, we can’t control the turnaround time, and this may result in delays.

Income protection claims require ongoing claims management and may require specific types of additional evidence. If this is the case, we’ll contact you to explain what we need and why.

Contact us

AIA Australia is committed to keeping you up to date with the status of your claim through frequent communication during the claims process. Should you require any clarification or require any assistance, please contact our office between 8.00am and 7.00pm AEST on 1800 333 613.

PLEASE NOTE: This is an overview of the AIA Australia claims process. The above information should be read in conjunction with the Policy Document, the Product Disclosure Statement and the Policy Schedule.

* This includes both Group and Retail claims